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New users not receiving set up email

Hi there

I'm trying to set up a new user and they are not receiving their password set up email (this is for a client so doesn't relate to my email address.)

They are receiving notifications to opportunities I have been entering today, so they are in the system, but no email for them to start using Insightly, so I can't show them around. 

Seems strange, can anyone help? 

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7 comments
  • Hello Natalie,

    When navigating to System Settings > Users page is the new user shown on the list? Also, does it show that the user has never logged in or invitation sent? 

     

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  • Yes the email address is in there saying she has never logged in. I tried resending the link and that didn't turn up either.

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  • Hello Natalie,

    Thanks for clarifying! 

    Keep an eye out for an email from me as I'll proceed to create a ticket for us. 

    Thanks for your patience. 

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  • I am having the same issue.  His name is in my users list and it states an invitation was sent and he has yet to receive anything about setting up his account but is getting task notifications.  Please help. 

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  • Hello Rebecca,

    That sounds frustrating - let me see if I can help. It's possible that the user invitation may be getting blocked, filtered, or categorized as spam. Here are a few things you can try to allow the email into your inbox:

    1) Check your spam folder. If the message is there, you can usually mark it as "not spam," which will help new messages to get to your inbox.

    2) Add Insightly to your contacts list, as most email programs will allow messages from your contacts to pass through any filters. This is usually the best fix. For most email types, add "Insightly Notifications" as the contact with the email address of notifications@insightly.com. For Business Card Scans, add "Insightly Business Cards" as the contact with the e-mail address of notifications@insightlycrm.com.

    3) Add our domain names (insightly.com and insight.ly) to your approved sender's list (whitelist). This process varies with individual email programs, but if you use Gmail, here's a link to the instructions for managing senders lists.

    If you try the suggestions above, resend the message, and it still doesn't come through, I'd suggest checking in with your email provider and network administrator, as the message is likely being blocked at a higher level. This can sometimes happen due to email system restrictions or when usernames or aliases have been changed. Your email provider will be able to find where the message is being routed and help get you on the right track.

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  • Thank you. But, he has done those things (checked spam, etc).  Why would he be receiving other emails from Insightly but just not the one inviting him to the platform??

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  • Hello Rebecca,

    Can you provide me with the name or email address of the user who is not receiving the invitation? 

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